Central Surgery
Corporation Street, Rugby, Warwickshire, CV21 3SPContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Awful
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
Long queue to get through to the practice then cut off when they answer the phone. This is not helpful when I have a sick baby at home & need medical advice. This has happened on more than 1 occasion & isn’t good enough. Terrible surgery.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to access the practice via the phone system. Every available member of our reception team takes calls between 8:30 and 6:30 daily. We do not close for lunch. Our current phone system is in the process of being replaced by the NHS which will provide improved functionality such as call-back. This will prevent any patient waiting unnecessarily to get through.
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Review titled Can't get appointment.
Rated 1 star out of 5
by Anonymous - Posted on 03 May 2023
Phoned last week for an appointment and was 32nd in the queue. 50 minutes later when I finally got through, I was told that no appointments were available and I could not pre-book appointments. The surgery was also closed in the afternoon for training. Told to phone next day. Today I visited the Surgery to book an appointment. The receptionist told me that I could not book appointments in advance, I could only book on the day. She then said I should call in person the next day at 8am and wait in the queue to book the appointment. I didn't see any people in the waiting areas so I don't know what is going on at this surgery. I am now looking to transfer to another Surgery.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to book an appointment in advance. Currently these are booked/approved by the GPs. In order to meet the requirements of our contract patients should be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice, this means patients should not be waiting in advance of that request. Where a follow up is needed, the GP will arrange this.
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Review titled Impossible to get appointments
Rated 2 stars out of 5
by Bethan Jane Amos - Posted on 12 April 2023
I called the surgery at exactly 8:30 this morning and was unable to get through, I continued called and at6 8:39 got through and was told I am 49th in the queue. After 2 hours of being on hold I get to number 2 and then they hang up on me. Due to being at work I wasn't able to call back until 11 I was then 26th in the queue, I proceeded to wait another hour to get hung up on again. Finally I tried again and was 24th, I waited another hour and finally got through, by this point it was half 1. I was told there were no appointments until 28th April (over 2 weeks away), I explained that I am unable to walk due to the pain I am in and was recommended to go to the pharmacy in the meantime. They then said you should try calling earlier in the day next time which I replied I had been calling all day and kept getting hung up on to which they laughed. This is not the first experience I have had like this.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We continue to have significant activity on the phone system and have taken as much as a 1000 calls in 1 day. Please be assured that the staff are working constantly to take as many calls across the day as is possible. You may be aware that the government is investing in new telephone technology across practices including the ‘call-back’ functionality. We are in a priority position to receive this imminently. This will certainly relieve the frustration in waiting in what appears to be an endless queue – we do appreciate the frustration this is causing.
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Review titled Awful service - can never get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
Another occasion of spending 1.5 hours in a queue to be told no appointments when I have something urgent I need to see them about today. The website states on day appointments are always available. It’s ridiculous. Told me to call 111. They wonder why people go to an and e about non emergency matters - it’s because they can’t get an appointment.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt it difficult to book an appointment at the practice. The team at Central Surgery are booking every available appointment throughout each day and they are committed to ensuring that patients who need to be seen are. There is a facility for patients who are ‘urgent’ for today to be seen but when appointments have been booked you will be offered an alternative appointment with the Enhanced Access team, which may be located at an alternative practice or a community pharmacist.
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Review titled Excellent Practice
Rated 5 stars out of 5
by Annie, Bilton - Posted on 08 May 2023
Excellent service provided. Listened to the patient with kindness and care. Extremely happy with the Surgery.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
Thank you for your positive feedback. It is such as encouragement to us to read your comments which I have shared with the team at Central Surgery.
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Review titled Impossible to get appointment
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
Two days trying to reach reception to book appointment as need repeat prescription which needs to be approved by doctor. After waiting over 2h in queue for reception Just find out there are no more appointments left and been asked to call next day. Unfortunately next day again calling for over 2h just to be told at 10.30am there are no slots left and to try next day. Waste of time. Thinking to change practice.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have felt it difficult to book an appointment at the practice. The team at Central Surgery are booking every available appointment throughout each day and they are committed to ensuring that patients who need to be seen are. There is a facility for patients who are ‘urgent’ for today to be seen but when appointments have been booked you will be offered an alternative appointment with the Enhanced Access team, which may be located at an alternative practice or a community pharmacist.
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Review titled madness waiting times and rude receptionists
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2023
Rang at 5 pm in the evening because calling at 8.30 am, you can never get through, waited an hour and 10 minutes for my call to be answered at this time of the day is beyond a joke. The receptionist was rude and abrupt on the phone. I have tried calling multiple times at various times of the day and it's always over 20 in the queue waiting. Getting an appointment is near on impossible and so frustrating when you need to be seen by someone and get fobbed off with a phone call. How can we be assessing people's needs with a phone call??
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to access the practice via the phone system. Every available member of our reception team takes calls between 8:30 and 6:30 daily. We do not close for lunch. Our current phone system is in the process of being replaced by the NHS which will provide improved functionality such as call-back. This will prevent any patient waiting unnecessarily to get through.
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Review titled Cancelled appointment
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
I made a for appointment a week ago to be seen on 24th April. Today I received a text cancelling this appointment which is in two weeks time. If there was a real reason for the practice to cancel my appointment why did they not reschedule it? Why did they think that I made it? I need to see a doctor for a follow up and to change my medication. This is totally unacceptable but typical of central surgery.
Visited April 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have struggled to book an appointment in advance. Currently these are booked/approved by the GPs. In order to meet the requirements of our contract patients should be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice, this means patients should not be waiting in advance of that request. Where a follow up is needed, the GP will arrange this.
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Review titled Impossible receptionists
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
The receptionists and surgery manager act like gods. It has taken me weeks to get an appointment at this surgery. Although not medically trained they decide if you can or can’t have an appointment. Peoples lives get put at risk due to this. I have gone from mobile to immobile during the course of trying to get an appointment at this surgery. It’s extremely concerning and receptionists should not have the say in how important an appointment is when they have very little to no medical knowledge. You either disclose to a random receptionist what your personal health problems are or you get ignored and told to call back on a constant basis. Absolutely disgusting service and a shame I can’t get into another surgery.
Visited March 2023
Review titled Central Surgery
Replied on 14 August 2023
We are sorry you have been unhappy to provide information to the staff to aid them in signposting you to the appropriate healthcare professional. It is not the intention of the practice to take unnecessary or personal information from any patient, but often we do need to ask for enough information to establish if the request is urgent and needs signposting away from the practice, urgent for today which would need addressing by a duty GP or simply a matter that could be handled by the various healthcare professionals at the practice. The staff are committed and well trained and handle a huge amount of requests each day. It remains essential that patients, if they need to be seen, are seen appropriately.
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Review titled No contact
Rated 2 stars out of 5
by Anonymous - Posted on 16 March 2023
Hospital decision to up my dose on tablets has still not been implemented at Central Surgery even though I have sent in a request via the NHS App.
Visited March 2023
Review titled Central Surgery
Replied on 25 September 2023
We are sorry that you have struggled to order your prescription. So that we can try to resolve this matter we would ask you to kindly contact the practice and provide some further details.